Working With Different Languages

Zoom Quality Management (QM) uses various features for insights into interactions. These include speech analytics, topics, indicator matching and summary generation.

Zoom Quality Management (QM) supports 18 different languages and uses speech analytics, topics and indicator matching, summary generation, and other features to give insights into interactions in the supported languages. Translation between supported languages is used at different points in the process, and knowledge of the flow is integral to building a properly working multilingual Quality Management deployment.

Language Detection

Because Topics aren't always specific word of phrase matches, we use AI to match a Topic to what was spoken. Since the analysis is performed after the translation, a given Topic will match against any supported spoken language. Similarly, Topics can be configured in any of the supported languages and will be translated for matching against any other supported language.

Indicator Matching

Indicators are specific matched words or phrases that are spoken within an Interaction. Indicators should be configured in the language in which they are expected to be spoken. These will be matched before the next step is taken.

Note

Indicator configuration can be found at Account Management → Account Settings → Quality Management → Indicators.

Translation

After the language is detected and indicators matched, the Interaction will be processed by AI/ML. During this processing QM will use the transcript to generate:

• Engagement and Sentiment scores

• Next Steps and Call Outs

• Matched Topics

• Agent Speech Statistics

• Interaction Summary

QM Topics

Topics are for tracking broader ideas that may not match specific words or phrases. Examples of this could be legal concerns, licensing questions, or pricing inquiries. Topics are built using guiding sentences. The AI uses these guiding sentences to match topics against the conversation from the transcript.

Note

Topic configuration can be found at Account Management → Account Settings → Quality Management → Topics.

Because Topics aren't always specific word of phrase matches, we use AI to match a Topic to what was spoken. Since the analysis is performed after the translation, a given Topic will match against any supported spoken language. Similarly, Topics can be configured in any of the supported languages and will be translated for matching against any other supported language.

Presentation

After AI processing, the results of the QM analysis will be translated back into the supported spoken language and be ready for viewing by the supervisor.

Supported Languages

The supported languages within Quality Management are:

• Chinese (input is Mandarin, output is in simplified Chinese)

• Danish

• Dutch

• English

• Finnish

• French

• German

• Hindi

• Italian

• Japanese

• Korean

• Polish

• Portuguese

• Russian

• Spanish

• Swedish

• Ukrainian

• Vietnamese